Italian engineer windows oracle linux lotus notes administration IT unix tech support
35000 - 45000
3 - 4 Years
Third Level Degree
Technical Support Engineer II
Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate Client products and systems with other client and non-client computer systems being operated by customers. Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Client's business operations and the business operations of client customers. Acts as a remote customer advocate and provides problem determination to resolve customer issues. Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction. Helps develop and participates in training and skills development of others
PRINCIPAL DUTIES AND RESPONSIBILITIES
Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
Understands and uses sphere of influence extending outside of the department
Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly
Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
Validates technical information and issues early warning and disseminates information as needed
Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
Ability to work in a high-pressure environment.
Systems Experience . Windows or Unix.
Understanding of Networks..
3 years relevant experience
For more information please contact Donal Moynihan at 0214944875 or e-mail Donal.Moynihan@Cpl.ie